Rev Trace Red

• How to place a return/exchange request?

Website

• Visit the returns/exchange sections on the website to raise the return request for your order.
• Please select the brand accordingly.
• Submit the order number and registered email id in the empty fields.
• Follow the instructions and select the item(s) you would want to return/exchange.
• In case of an exchange request, select the item from the listing which you want to exchange them with.
• A confirmation email will be shared once your return/exchange request is approved.
• Please ensure to verify your size and product details before proceeding.

Application

• Log in to the app with the registered details.
• Click on ☰ icon
• Go to “Orders”
• Select the desired order number you want to claim a refund/exchange.
• Follow the instructions and select the item(s) you would want to return/exchange.
• In case of an exchange request, select the item from the listing which you want to exchange them with.
• A confirmation email will be shared once your return/exchange request is approved 
  
   

Note: Refund/Exchange is not available for the following products. Mask, Boxers, Socks & Products at or below Rs.899/-

Please note that the return request needs to be raised within 7 days of the delivery date. Reverse pickup will be initiated in 2 working days by our courier partner. 

In addition, all returned products must be unused,  unwashed, or undamaged and must be returned with the original packing and tags when we receive them. Items without tags will not be accepted.do not remaove the tag in caes you recive any damaged or wrong producst. The new order will be on its way as soon as the exchange item is verified at our warehouse. The exchange process is subject to your exchange item meeting the above conditions.


 

• What happens if I want to return/exchange the product after the return window is closed?
  • We're very sorry but we do not accept returns after 7 days of delivery date.
• What to do if the product is delivered in a damaged condition?
  • We strive to deliver the best quality standards, however, in case you receive a damaged / defective product, we should be notified within 24 hours of delivery. Also, we request you email us a photograph of the damaged / defective product to support@thehouseofrare.com. In case you fail to intimate about the same within 24 hours of delivery, the return will not be processed.
  • For multiple products delivery kindly place your return/exchange with individual date of delivery.
    
     
• In how many days will my return be picked up?
  • It takes up to 2 working days to initiate the return pickup from your location, once the return/exchange request has been approved. In case your return pickup is not done within 2 working days, please reach out to our helpline at 9538136990 or write an email to support@thehouseofrare.com
     
• What to do if the product is already picked by the Pick-up Agent, but the status is showing canceled?

It is advisable to verify the shipment status once it has been handed over to the Pick-up Agent. The status typically transitions from "Out For Pick-up" to either "Pick-up Done" or "In Transit." 

If the status remains unchanged, kindly raise a query with our Customer Support team within 24 hours from the actual Pick-up Date for further assistance with the required details below.

Pick-Up Executive Phone Number.

Screenshot of the Courier Details received via SMS or WhatsApp.

Call Recording with Pick-up Executive (If any)

• Is the return/exchange policy applicable to all the products?
  • Any item purchased during a sale is non-refundable.
  • Only exchange will be applicable on orders purchased on sale/offer.
  • Return/Exchange is not applicable for Mask, Boxers, Socks & Products that are at or below Rs.899/-
    
     
• What is the refund procedure for returned orders?
  • Once the return request has been raised on our app or web, our pickup partners will initiate reverse pickup of your order within 2 working days once the request is approved. As soon as we are notified about a successful return pickup, we initiate the refunds within 3 working days of us receiving the update. Please note that refund cannot be initiated unless the return pickup is complete and we get an update on the same

Please note it takes 6 working days to initiate the refund to a gift card.

• For Prepaid orders: Refunds are initiated directly to the source account.
• All COD orders will be refunded via gift card.
• For Gift card orders: Refund will be routed back to the gift card. Please note that gift card refunds cannot be sent to any other payment source.
• For any combination of the above: all refunds will be done in the same proportion in which the payments were received including the partial refunds.
  
   
•  How are COD refunds done?
  • All COD orders will be refunded via gift card, as payouts are currently on hold in compliance with RBI guidelines.

• My return order is not yet picked up. It is delayed!

For all the return requests, our delivery partners make a maximum of 3 reverse pickup attempts. Your reverse request will be marked as a pick-up exception or canceled  for the below reasons;

• Delivery partners are not able to contact you.
• Not able to locate your address.
• You have registered an incorrect phone number or provided the wrong delivery address.
• Pincode is incorrect etc

Keep in mind, that as soon as the first reverse pickup attempt fails, our shipping partners will contact you to reschedule the pickup. However, if in the next 2 attempts, the delivery partner still fails to pick up the return order for the above-mentioned reasons, then the order shall be marked as canceled. 

To prevent this from happening, we request that you answer calls from delivery partners and in case the reverse item pickup fails on the first attempt, please respond to the delivery partner messages to reschedule the pickup. If it so happens that your reverse request order gets canceled without the proper attempts, you can reach out to us on any of the support channels(Call/Email) and we will be glad to help you further! 

SELF-SHIPPING OF ORDERS FOR RETURNS:

In case your pincode is non-serviceable for a reverse pick up, you’ll have to courier the product(s) to the following address:

THE HOUSE OF RARE WAREHOUSE

Radhamani Textiles, Plot No. 314-319, Jigani - Bommasandra link road, Anekal taluk, Jigani, Bangalore, Karnataka- 560105
Contact person and number: Senthil - 9731398916

Please ensure the items are packed securely to prevent any loss or damage during transit and the ORDER ID and registered mobile number is mentioned on the packaging. All items must be in unused condition with all original tags attached and packaging intact. Within 2 business days of receiving the product(s), the complete amount + INR 300 (in lieu of courier charges) will be refunded to your bank account in case of prepaid and in the form of Razorpayx link in case of COD.

PLEASE NOTE: Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India-owned entity and has the most widely distributed postal network in India.

• Can I exchange the purchased product against a higher-value product?
  • Yes, you can opt for the higher value product against exchange with the existing lesser value product.
  • The difference amount should be paid while creating the exchange request. Cash on delivery is not available for these orders.
• How will the difference amount get refunded when the lesser value has opted against the exchange order?

          The difference amount refund will be sent back to the gift card.              

          Please note that gift card refunds cannot be sent back to any other payment source.